Ben Molotsi on big five safaris at Tau Game Lodge

Travelers to Tau Game Lodge can shoot the big five, but only with their cameras. Hunting is forbidden at the 5-star safari destination because their appeal lies in attracting animals, not scaring them. This conservation ensures that guests enjoy a continuous parade of wildlife around the resort.

Tau Game Lodge in the malaria-free Madikwe Game Reserve, set on the border of Botswana, doesn’t just promise a glimpse of the Big Five; it guarantees it. This ensures an authentic safari without compromising on ethical practice.

I spoke to Ben Molotsi, Tau Game Lodge GM, about how he defines the “Tau” experience.

What was the specific element of Tau Game Lodge that first appealed to you? 

 It’s dedication to comfort, personal attention to our guests, and ensuring a safari experience that would result in our guests returning time and again. The waterhole surrounding the lodge makes for 24/7 game viewing in the comfort of guests’ rooms and the lodge’s hospitality areas.

How do you ensure that Tau Game Lodge stands out from other luxury hotels? 

Personalised service, from the moment they enter our Reception area, to the dedicated game rangers ensuring our visitors get the experience of a lifetime. Tau is family-friendly, and we cater for romantic getaways too. Many of our guests have returned for their wedding anniversaries from around the globe after spending their honeymoon with us.

How do you mentor exceptional talent within your team?

We focus on engaging with our guests without compromising boundaries. This is their safari, and we are there to make their dreams come true. We mentor staff from local communities, most of whom have now worked as a team for many years. 

How does Tau Game Lodge integrate sustainability?

We are eco-friendly, and our guests seem to appreciate that. Our team is trained to make every guest feel special. We do emphasise that here, the wildlife is roaming free and our guests are safe within the confines of the lodge. I believe our respect for nature offers value to our guests, resulting in their returning. Of course, Tau is refurbished and updated regularly to uphold our 5-star status and to ensure our returning guests remain loyal.

How can we boost South African tourism?

We train and treat our staff with respect. This results in their loyalty in offering our guests a superb experience every time. It is heartening when guests return on first-name terms with staff who have worked with us for years.

Advice for luxury brands facing negative online reviews or guest complaints?

Every guest report matters. This is not about our ego but about offering the best service and experience. Turning any negative report into a lesson is the key to improved service.

Define success when managing a major luxury travel destination?

I used to think success was in becoming a manager and earning a great salary. Through the years, I’ve come to realise success was about making my team and every guest feel they matter. Bidding farewell to guests who are happy and promising to return soon is the cherry on the cake of success now.

What principles have guided your leadership in the hospitality industry?

Listening to the people who work with me and hearing their truth has been a humbling experience. Understanding helps us guide our team in an informed manner. This can be a fickle industry, but tapping into our values and the human spirit has certainly helped me in hospitality.

What has the hospitality industry taught you about people?

We all need to feel relevant, and understanding the different personalities we engage with is are important aspect in any industry, I believe. Realising we never know enough and will keep on learning is a balancing factor for me.